Rabobank

The challenge

Customer Due Diligence sits at the intersection of legislation, internal policy, and daily operational judgment. For Rabobank's CDD expertise center, keeping analysts reliably competent across all three dimensions required more than a classroom session and an exam.

Two distinct learning needs had to be served at once. New employees entered a structured onboarding program that combined classroom training with drills, but the material was dense and the standards were high. At the same time, experienced analysts needed ongoing access to updated knowledge as regulations and internal policy evolved. An email or a single refresher session was not enough to confirm that anyone had genuinely absorbed the changes.

As Ali Yasar, CDD analyst at RCET Amersfoort, put it:

In the past, you had one learning moment. You were offered the material, took an exam and you were done. Then the knowledge simply declines very quickly.

Ali Yasar, CDD analyst, RCET Amersfoort

The solution

The CDD expertise center integrated Drillster across both stages of the employee lifecycle. New analysts moved through a full onboarding program that combined classroom training with Drillster drills, giving them structured repetition on the specific topics they needed to master. Experienced staff worked through more in-depth, targeted modules designed to keep their knowledge current as the regulatory landscape shifted.

The flexibility of the drill format was central to this approach. Tessa van de Pol, Learning & Development specialist, describes what set the drills apart from traditional compliance materials:

The advantage of the drills we now have is that they can be made to measure. They can be used much more tailored for very specific subjects, and that it is much more fun to work with.

Tessa van de Pol, L&D Specialist, CDD Expertise Center, Rabobank

Rather than presenting passive reading material, drills incorporated videos, case scenarios, and varied question formats. Analysts had to actively engage with real decisions, not just recall definitions.

The most impact of drills is that you really have to work. It's not a matter of quickly answering some questions. There are videos, it is varied in the subjects, and you can offer cases. That means that people really need to think about what they're doing.

Tessa van de Pol, L&D Specialist, CDD Expertise Center, Rabobank

Immediate feedback reinforced the learning cycle. When an analyst answered incorrectly, they received an explanation of why the answer was wrong and what to look out for next time, rather than simply being told they had failed.

The results

For Michel Kolman, Project Manager Training at the CDD expertise center, Drillster became a platform for continuous self-assessment rather than a periodic test:

To me, Drillster means constantly reassessing your own knowledge to see if it is sufficient, and using your own expertise to adapt your development and knowledge to this and apply it in practice.

Michel Kolman, Project Manager Training, CDD Expertise Center, Rabobank

The compliance context is where the team sees the clearest case for this kind of tool. Tessa van de Pol points to legislation, policy, and regulation as domains where engaging, interactive formats make a particular difference:

I would recommend Drillster when it comes to legislation and regulations and the implementation of policy within an organization. Drillster is an interactive way of learning. Because the learning material itself can be quite boring for people, people are often a little reluctant to get started. In this way, you can provide them the knowledge in a fun, interactive way.

Tessa van de Pol, L&D Specialist, CDD Expertise Center, Rabobank

See the full Rabobank story in practice.

• Onboarding integrated classroom training with tailored Drillster drills

• Experienced analysts kept current through in-depth, regulation-specific modules

• Drill content includes videos, case scenarios, and varied question formats

• Immediate feedback delivered at the moment of wrong answers

• Recommended for compliance, legislation, and policy implementation contexts